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Recreation & Leisure Services > Customer Service Midterm > Flashcards

Customer Service Midterm Flashcards

1
Q

What are the 5 needs of every customer?

A
  1. Service&raquo_space; Appropriate for the level of purchase
  2. Price&raquo_space; Is the product worth the price?
  3. Quality&raquo_space; Durable and functional
  4. Action&raquo_space; Are questions answered promptly? Help line?
  5. Appreciation&raquo_space; Need to know that their business is appreciated.
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2
Q

What does customer service mean to you?

A

Consistent, reliable, comparable, satisfying customers, the customer is not always right, quick service, immediate action, responsive, pleasant, approachable, honest, authentic, I feel I am heard.

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3
Q

What is the definition of customer service?

A

An organization’s ability to constantly and consistently exceed the customers’ expectations.

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4
Q

What are the 7 P’s of Phone Etiquette

A
  1. Prepared
  2. Present
  3. Polite
  4. Patient
  5. Personable
  6. Professional
  7. Proactive
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5
Q

What is exceeding expectations?

A

Providing more information to your questions, engaged (e.g. eye contact, standing, no barriers, smiling), positive, non-judgemental, going beyond what you can and cannot do, knowledgeable, fast response, visuals, associate (e.g. adapts, speaks another language)

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6
Q

Why should we focus on customer service?

A
  • Most people don’t know how to provide outstanding customer service
  • Everyone talks about how important customer service is to their business
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7
Q

What are the determinants of consumer behaviour?

A
  • the number of buyers
  • tastes and preferences
  • income
  • expectations of future changes in prices, income and availability of goods
  • prices of related goods
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8
Q

What is consumer behaviour?

A

Sport and event consumer behaviour (SECB) is the process involved when individuals select, purchase, use and dispose of sport and sport event-related products and services to satisfy needs and receive benefits.

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9
Q

What are the 3 steps in the consumer decision-making sequence? Describe all 3.

A
  1. Inputs
    > External forces: sociological influences, marketing activities
  2. Internal Processing
    > Internal forces: motivation, personality, perception, learning, memory
  3. Outputs
    > Psychological: attitude formation. Behavioural: frequency and complexity.
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10
Q

What are the 3 consumer needs and motivations?

A

Participant motivation
Spectator motivation
Participant and Spectator markets

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11
Q

What is participant motivation?

A

The 3 key motives:
- achievement (e.g. ribbons, trophies, medals, MVP awards, etc.)
- social (e.g. getting to know others, socialize)
- mastery (e.g. skill development, learning, personal challenge)

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12
Q

What is spectator motivation?

A
  • different reasons for watching and participating
  • spectator motives vary considerably
    > diversion
    > eustress (meaning: moderate or normal psychological distress, interpreted as being beneficial)
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13
Q

What are consumer perceptions?

A
  • perceiving sport as meeting a particular need or motive
  • people tend to act and react based on perceptions
  • the process by which a person selects, organizes and interprets stimuli to create a meaningful picture of the world
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14
Q

What are the seven C’s of customer relationship management?

A
  1. Customer Centricity
  2. Company Culture
  3. Customer Experience
  4. Customer Data
  5. Customer Journey
  6. Consumer Experience
  7. Consumer Expectation
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15
Q

What is the cost of losing a customer?

A
  • increased expectations of customers
  • the high cost of losing customers
  • it takes little effort to lose a customer (e.g neglecting their concerns, disrespecting them, failing to follow through with results)
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16
Q

What is the “Second Life Cycle” or the “Recovered Customer”?

A
  • already familiar with the products and services offered
  • you are more likely to know about that customer’s likes/dislikes than about any first-time customer
  • they may feel flattered by your attempts/efforts to win them back
  • the customer will more quickly acclimate to doing business with you (quicker pass through the “honeymoon phase”)
17
Q

How do you develop recovery skills?

A
  • feel their pain
  • do everything you can to resolve their issue
  • go beyond: offer “symbolic atonement.”
  • look back and learn from each situation
  • understand what happens if the customer is still not satisfied (don’t take it personally, stay professional)

Recreation & Leisure Services (1 decks)

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